A company that provides alarm and call center based solutions for dementia patients to individual citizens, their families and local authorities is now leveraging BPM in it's solutions. This new digital technology combination now signifies a central focus for this company, who recognizes that this could represent the key to unlocking an increased quality of life, yet providing unrivalled protection for the affected citizen.
This company was rapidly expanding and needed a solution which could respond quickly to their growing demands, but also one that was sensible and could support anticipated rapid growth which implies changing requirements and likely infrastructure developments. Working in a highly regulated environment such as health care, this organization invested in a robust and known underlying technology. Salesforce was selected as the heavy-duty solution for the organization and call center staff. The downside was the CRM suite could not support the fast and nimble evolving workflow processes. Processes that truly put the customer at the heart of the service provided were difficult and dangerous in highly integrated and tight application.
This organization implemented a BPM solution to create processes that will provide safe access to the underlying Salesforce data. Access is now provided to a partner network as well as their call center, allowing call-handling representatives to work within existing processes by providing a process layer over and above the existing architecture and solution. A solution which provides a GPS wristband to citizens affected by dementia. The wristband tracks the location of the citizen and alerts a call center, ‘Alarm Central’, should they leave the security of their pre-defined safe geo-fenced environment. Providing an effective solution requires this organization and its call-handling representatives to work with many different agencies and institutions, co-ordinating a fast, effective and safe response for patients who unwittingly may put themselves in danger.
This service that already reduces the tax-payers cost burden while providing a safe and more considerate response to those that can often represent a significant danger to themselves through no fault of their own can now change quickly. In the country of origin, 20 to 30 dementia patients die each year when they leave their safe environment. The BPM platform allows this organization to respond to business and customer demands more easily by creating a process that is agnostic to the underlying architecture and making changes without meddling with evolving IoT and underlying systems architecture.
This is true pace layering (wrapping) situation that allows for incremental "hot change" without negative impacts.
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